Frontier Operational Assessment

1. Express Telecommunications Management Network (TMN) Business Process Model (Supporting Information for the Operational Vision Straw Model ) July 1998 Charging and Billing Process Customer Care Service Delivery Process Service Assurance Process Network Element Activation Product Development Process Resource Management Process Work Management Financial Asset Management Infrastructure Management Materials Logistics Network Definition Assignment Order and Provisioning Management Marketing Product Management Network Planning Network Construction Network Performance Management Trouble Management Product Sales Customer Trouble Reporting Customer Definition Pricing and Invoicing Revenue Realization Usage Processing Usage Collection Bill Inquiry

3. The purpose of this document is to present functional descriptions of the Key Business Processes configured in the TMN operational design to support understanding the TMN architecture capabilities and recommendations described in the TMN Operational Vision Straw Model. Charging and Billing Process Customer Care Service Delivery Process Service Assurance Process Network Element Activation Product Development Process Resource Management Process Work Management Financial Asset Management Infrastructure Management Materials Logistics Network Definition Assignment Order and Provisioning Management Marketing Product Management Network Planning Network Construction Network Performance Management Trouble Management Product Sales Customer Trouble Reporting Customer Definition Pricing and Invoicing Revenue Realization Usage Processing Usage Collection Bill Inquiry

13. Service Delivery characteristics and capabilities are prioritized based on operational objectives that can be directly linked to performance metrics and key performance indicators established in the operational vision. Supporting Metrics Percent of orders using self-servicing Percent of order/prov. intervals met Order/Prov. E/R Order/Prov. cycle time Cost per order Percent of time customer accesses sales/product info Sales exp./rev. Sales exp./cust. Percent of contract rework Percent of n/w assign intervals met Assignment E/R Cost per n/w element assigned Average percent of process handled manually Percent of events intervals met Activation E/R Cost per element activated Percent of error-free activations Average percent of process handled manually Percent of events intervals met Activation E/R Cost per element activated Percent of error-free activations Percent of n/w assign intervals met Assignment E/R Cost per n/w element assigned Key Performance Indicators Cost element as a percent of relevant revenue Cost per customer Cost per unit of transaction Improve Operational Cost Structures Objectives Deliver Easy-to-access Detailed Customer and Network Information Enable Flexibility for Interfacing with Customers Customer churn Change in Frontier’s proportion of customers’ telecommunications spending Customer satisfaction levels Percent of transactions handled directly by the customer Percent of customers who access customer self-servicing Percent of instances when service commitments are met Errors as a percent of transactions Mean/Maximum time to deliver service to customer

14. The following diagram depicts key linkages between Service Delivery and other TMN business processes that can be used as a tool to support TMN program capabilities planning. Network Element Activation Service Delivery Marketing Product Portfolio Relationship Management Financial Asset Management Network Usage Event Processing Network Elements Network Revenue Realization Work Management Network Trouble Management Network Planning Material Logistics Network Performance Management Customer Definition Product Sales Order and Provisioning Management Network Definition and Assignment Activate/deactivate Request Manual Activation, Demand Activation Workflow Activation Jeopardy Notification Updated Element Notification Jeopardy Notification Customer Service Request Marketing Work Management Material Logistics Network Trouble Management Customer Contact Management Network Pricing and Invoicing Customer Definition Network Construction Network Performance Management Financial Asset Management Network Revenue Realization Relationship Management Network Elements Service Correction Order Customer History Promotions, Product Information Product Plan Information on SLA Project Information Suspend, Disconnect Request Response Complete Business Plan Market Drivers Profile Display Status Pending Orders, Service Request Test Results Contact Request Credit Information Restore/ Suspend Request Commitment Time Jeopardy Notification Design/Assign Request Service Request Assignment Guidelines Jeopardy Notification Inventory Status Third-Party Status External Sources Bill Inquiry Customer Contact Management Product Information Order Confirmation Notice Customer Information Updates Service Order Updates Contract Negotiation Modification Contact New Customer, Monitor Deposit Request Credit Check Completion Notification Service Order Project Inventory/ Third-party Updates Testing Requests Availability Check, and Reservation Availability Check, and Reservation Work Request Network Request Updates Modification Contact Unassigned Request Design/Assign Request

22. Service Assurance characteristics and capabilities are prioritized based on operational objectives that can be directly linked to performance metrics and key performance indicators established in the operational vision. Percent of repair performed within time interval Percent of time commitments are met Cost per repair Cost per disconnect Total maintenance expenses Errors per work order emitted Percent of troubles requiring dispatch Troubles by service type Resolution time per single dispatch Number of reports per 100 lines Mean time to repair Percent of n/w repair performed within time interval Failure rate < = Cost per access line Network availability percentage Network control costs Circuit availability percentage Percent of proactive troubles Percent of maintenance jobs completed on time Percent of unplanned outages by period Customer-initiated troubles/Total initiated troubles Cost per customer-communicated trouble Cost per total customer troubles Cost element as a percent of relevant revenue Cost per customer Cost per unit of transaction Improve Operational Cost Structures Objectives Deliver Easy-to-access Detailed Customer and Network Information Enable Flexibility for Interfacing with Customers Customer churn Change in Frontier’s proportion of customers’ telecommunications spending Customer satisfaction levels Percent of transactions handled directly by the customer Percent of customers who access customer self-servicing Percent of instances when service commitments are met Errors as a percent of transactions Mean/Maximum time to deliver service to customer Key Performance Indicators Supporting Metrics Percentage of SLAs met Number of troubles reported by product by day Number of troubles per n/w failure Number of missed commitment by trouble type

23. The following diagram depicts key linkages between Service Assurance and other TMN business processes that can be used as a tool to support TMN program capabilities planning. Customer Trouble Report Network Trouble Management Network Performance Management Service Assurance Trouble Request Trouble History Existing Trouble Trouble Status Closed Trouble Service Provider Impact Network Trouble Test Results Capacity Statistics Trouble Requests Test Results Capacity Data Request for Trouble Status Test Request Maint. Request Trouble Status Trouble History Contact Request Test Request Test Result Work Request Network Elements Network Planning Network Product Sales Order and Provisioning Management Customer Definition Work Management Network Pricing and Invoicing Network Usage Customer Contact Perform Test Capacity Data Test Results Get Status Pending Service Order Initiative Service Request Service Request Status of Trouble Resolution Technicians’ Feedback Schedule Request Out-of-Service Credits Repair Charges Document Request Out-of-Time Based Service Credits Follow-up Request Request for Contacts Network Elements Relationship Management Customer Contact Work Management Order and Provisioning Management Customer Definition Contract Information Contract Information Trouble Contact Planned Contact Additional Information Commitment Time Test Request Completion Notification Completion Notification Test Request/ Service Order Status Usage Data Order and Provisioning Management Alarms Schedule Surveillance Test Results Profile Deployed

33. Product Development characteristics and capabilities are prioritized based on operational objectives that can be directly linked to performance metrics and key performance indicators established in the operational vision. Percent of transactions performed by customer Time to execute acct. transaction Cost per acct. transaction Percent of errors in n/w installation events Time to implement each n/w element Cost-of-access by product-type Cust. sat. for product/marketing concepts Cost per product Time to market Product-based customer sat. Profit margin by product Cost element as a percent of relevant revenue Cost per customer Cost per unit of transaction Improve Operational Cost Structures Objectives Deliver Easy-to-access Detailed Customer and Network Information Enable Flexibility for Interfacing with Customers Customer churn Change in Frontier’s proportion of customers’ telecommunications spending Customer satisfaction levels Percent of transactions handled directly by the customer Percent of customers who access customer self-servicing Percent of instances when service commitments are met Errors as a percent of transactions (within first six months of operation) Mean/Maximum time to deliver service to customer Key Performance Indicators Supporting Metrics

34. The following diagram depicts key linkages between Product Development and other TMN business processes that can be used as a tool to support TMN program capabilities planning. Product Management Marketing Network Construction Network Planning Product Development Request for Profile Customer Data Request For Profile Customer Data Product Description Provisioning Information Technical Req. Product Schedule Traffic Analysis Statistics Provisioning Information Technical Req. Product Schedule Technical Information Network Trouble Management Order and Provisioning Management Customer Bill Inquiry Product Sales Work Management Network Performance Management Pricing and Invoicing Customer Contact Relationship Management Network Revenue Realization Network Usage/Event Processing Network Definition Assignment Network Usage/Event Processing Network Definition Assignment Order and Provisioning Management Pricing and Invoicing Product Sales Network Revenue Realization Material Logistics Work Management Financial Asset Management Customer Trouble Reporting Bill Inquiry Credit Limits Customer Details Profile Display Profile Display Product Plan Promotion Strategy Bill Options Promotion Flyers/Parameters Marketing Plans Network Project Network Request Assignment Guidelines Inventory Updates Project Resource Request Status of Trouble Resolution Information on C&B Options Updates Service Order Updates Order Notification Updates Product Information Customer Product Updates, Status Of Service Order Revenue Reports Credit Information Usage Information Capacity Data Network Request Work Order Third-party Requirements Project Plan Labor Cost Profile Display Available Formats Customer Definition Information on Market Market Demand Requirements

45. Billing and Charging characteristics and capabilities are prioritized based on operational objectives that can be directly linked to performance metrics and key performance indicators established in the operational vision. Cost per inquiry Inquiries per inv. Inquiry cost per customer Percent of instances achieved resp. time Customer sat. for inquiry resolution Percent of inquiries resolved on initial contact Cost per bill Percent of bills in error Percent of customer generated price quotes Percent of bills produced on paper Time to introduce new bill format Percent of payments applied correctly Percent of instances where there is accurate collection data Pay/Collect cost/cust. Adjust. per month per type Cost per payment applied Avg. age of receivables Rec. write-off as percent of rev. Min. on switch/Min. in systems Number of msgs. sent away Perecent of CDRs in spin files Avg. age of CDRs in Spin files Percent of CDRs written off Time to introduce new usage or event type Msg. collect. cost per customer Mean/Maximum time to collect msgs. Percent of msgs. in error Supporting Metrics Key Performance Indicators Cost element as a percent of relevant revenue Cost per customer Cost per unit of transaction Improve Operational Cost Structures Objectives Deliver Easy-to-access Detailed Customer and Network Information Enable Flexibility for Interfacing with Customers Customer churn Change in Frontier’s proportion of customers’ telecommunications spending Customer satisfaction levels Percent of transactions handled directly by the customer Percent of customers who access customer self-servicing Percent of instances when service commitments are met Errors as a percent of transactions Mean/Maximum time to deliver service to customer

46. The following diagram depicts key linkages between Billing and Charging and other TMN business processes that can be used as a tool to support TMN program capabilities planning. Bill Inquiry Usage/Event Collection Usage/event Processing Pricing and Invoicing Revenue Realization Product Sales Customer Definition Marketing Product Sales Customer Definition Marketing Order and Provisioning Management Network Performance Management Relationship Management Billing and Charging Customer Contact Customer Contact Customer Trouble Reporting Network Elements Service Provider Others Relationship Management Collect/validate Usage Fraud Management Banks Accounting Profile Display Customer Document Request, Call Rerouting Billing Options Inquiry,resolution Billing Service Correction Orders Time Based SLA Credit Usage/Event Usage/Event Usage/Event Billing Services Information Customer/Product Information Request Suspend/discon Fraud Risk, Usage Event Usage Event Info Usage Event Info Other Entities Usage Event Info Contract Information Bill Options Order Confirmation Nonrecurring Events Repair Charge Document Request Message Parameters Documents Format Document Format Billing Services Existing Customer Details Treatment Rules Deposit Credit Information Credit Info Credit Info Revenue Reports Debits/deposits Suspend Service Restore Request Journals Revenue Reports